A major update for iEXChat 1.2.0 has been released. In this version, we significantly expanded functionality with Telegram, improved the operators' panel and widget, added voice messages and transcription, chat groups, new team tools, and a large set of security and stability enhancements.
Telegram has become a full-fledged support channel
The Telegram platform has received a major update. Now operators can access many more Telegram features directly through iEXChat.
Version 1.2.0 introduces:
- general and individual settings for Telegram bots;
- bot buttons and scripts;
- CSAT scores;
- status "typing";
- reactions to messages;
- synchronization of edited messages;
- deep-link URLs;
- notifications;
- support for topics in the Telegram Forum;
- Mini App;
- separate settings for different channels.
Working through Telegram is now much closer to full communication within iEXChat itself.
Two-way voice messages
Full support for voice messages has been added.
If a client sends a voice message in Telegram, it appears on the operator's panel and can be listened to via the built-in player.
The operator can also send a voice reply from iEXChat — in Telegram, it will arrive as a voice message.
Voice message transcription
A separate transcription module has been added for voice messages.
It can operate via OpenAI-compatible API and automatically convert audio into text. Processing is done through a queue with retry attempts on temporary errors.
At the same time, voice messages remain accessible for listening both in the operator panel and in the widget.
Secret Chats
iEXChat now offers secret chats with end-to-end encryption.
This is a separate mode for conversations that require an additional level of protection for the chat content.
New features of the operator panel
The dashboard has been equipped with a comprehensive set of tools for the team's daily tasks:
- mass actions with chats;
- macros;
- full-text search in messages, including Russian language;
- operator vacations;
- SLA and automatic escalations;
- operator performance reports;
- Export reports to PDF;
- PWA;
- request customer data directly during the conversation through the widget form.
Many operations that used to be done manually can now be performed directly from the dashboard.
Chat Groups
A new system for grouping dialogs has been introduced.
Groups act like additional folders on top of regular chat statuses. You can set for them:
- title;
- color;
- icon;
- access for specific roles;
- password.
This allows inquiries to be routed according to departments, tasks, areas, or internal company processes.
Unified Client Profile
Customer information is now unified across multiple channels.
The profile provides additional site data, interaction history, information export, and a unified timeline.
This allows the operator to view a more complete customer history, regardless of the channel previously used to contact us.
Pinning messages
You can now pin an unlimited number of messages within the chat.
Pinned messages now have a separate panel that lets you jump straight to the relevant part of the conversation.
This is convenient for important details, agreements, documents, and other information that the operator needs to quickly access.
Search within the conversation
A separate search has been added for public chat messages.
Matches are highlighted, and the operator can quickly navigate between the found messages.
This greatly simplifies finding the needed information in long conversations.
New chat context menu
A full context menu has been added to the dialog list.
You can:
- pin chat;
- disable notifications;
- resolve the request;
- select dialogue;
- send it to the archive.
The menu works with a regular mouse, two fingers on Mac, keyboard, and long press on touch devices.
Delivery statuses like in modern messengers
Message statuses now operate based on actual delivery receipts.
The operator can see:
- sent;
- delivered;
- read;
- not delivered.
The status updates in real time both within the chat and in the overall chat list.
Updated dashboard design
In version 1.2.0, we continued redesigning the interface.
Added:
- branding builder;
- interface density settings;
- customizable actions for messages;
- photo albums;
- Improved adaptation for various screen sizes.
The 'Powered by' signature has also been removed and the message display has been redesigned.
Additionally, action menus, media file labels, and SLA policy interfaces have been enhanced.
The widget has become more reliable
A large number of changes have affected the client widget.
QR codes are now generated on the server, and the widget core is loaded via a versioned URL with a fallback loading mechanism.
The bundle size has also been reduced, and several important workflows have been fixed:
- The 'typing' indicator from the visitor's side has been restored;
- Commands sent before the core is fully loaded no longer disrupt startup;
- Identify data is not lost;
- messages are resent after the connection is restored;
- loading history does not delete unsent messages;
- The "read" status is set only when the conversation is actually opened and visible to the user.
Observability and Load Control
New system monitoring tools have been added for large installations.
Metrics are now available for:
- queues;
- WebSocket connections;
- Telegram;
- SLA;
- licenses.
OpenTelemetry support has been added to the workers.
A stack has also been prepared for Prometheus, Alertmanager, Grafana, and Tempo, with k6 scenarios and server capacity recommendations added for load testing.
Additional work on security
The release includes a significant set of internal security enhancements.
Message and chat actions have stronger checks, visitor WebSocket connections are isolated, and client profile protection along with delivery and read event processing have been improved.
Protection against conflicts during message resubmission has also been enhanced, and sending messages in an already archived conversation has been disabled.
We have specifically enhanced the stability of bulk operations, reassignment processes, archive handling, notifications, and the open chat functionality.
